In the last six months, customers have relied more heavily on digital channels than ever before. At the same time, businesses have had to adopt new ways to deliver their products and services safely and in an increasingly contactless environment. It is arguably the most dynamic period of change in the world of digital since the turn of the millennium.
And given that digital change is being driven ever-faster post-COVID19, it is critical that organisations close the gaps between business strategy, experience design, and digital delivery if they are to keep abreast – or even ahead – of the competition. Whether you are a B2B or B2C businesses, unless you have a robust process for understanding the needs and behaviors of your customers – and are able to connect those insights through to your product/service development budgets and digital transformation programs – you risk wasting money against strong economic headwinds.
In highly competitive marketplaces, differentiation comes from the experience you offer your customers. So how do you get the right insights into what your customers really want? Just as importantly, how do you link that back to your product, service, and experience development efforts? How do you make sure your organisation is aligned to deliver that customer experience at speed and scale? How do you break down internal barriers and connect the customer experience vision with the enterprise engineering required to make that change? And how do you know if your platforms and technical infrastructure is future-proofed to support your organisational ambitions?
Join this Meet the Boss roundtable, in partnership with Zensar, to find out.